Financial services

Global Financial Services Communications, Collaboration and Contact Center Solutions Market Report 2022

DUBLIN, March 2, 2022 /PRNewswire/ — The report “Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Financial Services Industry” has been added to from offer.

An important pillar of the global economy, the financial services sector is undergoing rapid and substantial transformation. Contact centers, unified communications and collaboration technologies have risen to prominence as financial services institutions have had to connect a more widely distributed workforce than ever before and adopt new business models to meet the rapidly changing customer needs and interaction preferences.

This study draws on input from IT decision makers in a global survey conducted from November to December 2021which was analyzed in 2021. Participating IT decision makers were spread across all regions of the world and across all company sizes.

The survey focused on the current state of adoption among various unified communications, collaboration and contact center tools, key drivers of investment and future plans for investment, perceived benefits of these tools, key challenges facing financial services organizations, current and future state of hybrid working. , as well as future office and real estate projects.

The financial services sector encompasses a range of business types, commercial and consumer loans, investments, insurance collections and more. As such, the industry is made up of a diverse mix of back-office and frontline worker roles, including industry-specific and general business roles.

Growth opportunities abound for vendors who can meet this diversity with impactful solutions that can meet today’s demands while bridging the chasm to meet the future goals and objectives of financial services organizations.

This study draws on empirical data to show leaders of financial services organizations how their business stacks up against their peers and shows vendors how their financial services customers can get ahead and stay ahead. maintains sustained growth.

Main topics covered:

1. Market overview

  • Why financial services? Why now?
  • Overview of the financial services sector
  • The financial services industry in the spotlight
  • Frontline workers in the financial services industry

2. Digital transformation in the financial services sector

  • Perspectives from IT/telecom decision makers
  • Current stage of digital transformation strategy
  • Obstacles to buying transformative technologies
  • Top priorities for investing in digital transformation
  • Measuring the success of digital transformation
  • Departments promoting the adoption of digital solutions
  • Factors for Investing in Transformative Technologies

3. Adoption of Unified Communications, Collaboration, and Contact Centers in the Financial Services Industry

  • Perspectives from IT/telecom decision makers
  • Communication and collaboration tools used today
  • Strategies for deploying communication and collaboration tools
  • Number of contact center agents in the organization
  • Type of interaction channels used
  • Factors preventing contact centers from achieving goals and objectives
  • Technologies used to improve contact center performance and workforce engagement
  • Perspectives from IT/telecom decision makers
  • Technologies used/planned for frontline workers
  • Tools used most often by frontline workers
  • Satisfaction with technologies used by frontline workers
  • Factors inhibiting the empowerment of frontline workers

4. Work from home and remote work in the financial services industry

  • Perspectives from IT/telecom decision makers
  • Impact of COVID-19 on the organization
  • Work from home workforce
  • Percentage of officers moved to work from home since stay-at-home arrangements began
  • Changes to remote agents after the pandemic
  • Impact of Covid-19 on technologies for remote workers
  • IT Challenges of Supporting Remote Work
  • Workplaces and workspaces in the financial services sector

5. Perspectives from IT/telecom decision makers

  • Impact of Covid-19 on physical office space AND real estate
  • Evolution of the workplace over the next year
  • Future investment in open offices

6. Future investment plans in the financial services sector

  • Perspectives from IT/telecom decision makers
  • Prioritization of future investments
  • CX priorities over the next two years
  • Key factors for investing in communication and collaboration

7. Vertical industry trends

  • Disruptions in the banking and insurance sectors
  • Best practices for delivering value to verticals and frontline workers

8. Conclusion

  • Growth opportunities for technology providers

9. Appendix

  • Research objectives
  • Research Methodology
  • Sample Breakdown – Countries

10. Survey of IT/Telecom Decision Makers – Profile of Respondents and Organization

  • Respondent profile – Decision-making power
  • Respondent Profile – Familiarity with IT Budget
  • Respondent profile – Involvement in IT and telecommunications purchases
  • Organization Profile – Organization Size
  • Organization income
  • List of exhibitions
  • Legal disclaimer

For more information about this report visit

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SOURCE Research and Markets